Melissa Borjas

• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Took ownership of customer issues and followed problems through to resolution.
• Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
• Reduced customer complaints, proactively addressing issues and implementing effective solutions.
• Conducted regular inventory audits, ensuring accuracy and minimizing discrepancies in stock levels.
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Developed and maintained relationships with external vendors and suppliers.

● Matched clients to open positions based on skills and work requirements
● Recognized client employment barriers and devised strategies to resolve them
● Maintained records of consumer employment activity such as potential and current employers
● Conducted assessments, interviews and job trials with clients to develop person-centered plans for
employment and support
● Completed human resource operational requirements by scheduling and assigning employees
● Provided clients with on-the-job training and employment related support to maintain and retain
employment.
● Assisted employees with new hire paperwork and onboarding.
● Assisted employees with timecards and payroll.
● Handled all employee inquiries and concerns.
● Make follow-up calls to employees and clients to check on status.

● Coached new hires on company processes while managing employees to achieve maximum production.
● Assisted employees with new hire paperwork and onboarding.
● Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
● Took payment information and other pertinent information such as addresses and phone numbers to place
orders
● Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving

● Read, analyzed and interpreted complex procedures and regulations while drafting general correspondence
to facilitate administrative processes
● Optimized organizational systems for payment collections, deposits and recordkeeping
● Resolved issues through active listening and open-ended questioning, escalating to major problems
● Established and updated work schedules to account for changing staff levels and expected workloads
● Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at
lunch

● Established and updated work schedules to account for changing staff levels and expected workloads
● Led process improvement and problem-solving efforts to create standard procedures and escalation policy
for customer support team
● Actively supported service associates by quickly responding to questions via phone and email and finding
appropriate solutions to customer issues
● Coached employees through day-to-day work and complex problems
● Conducted training and mentored team members to promote productivity, accuracy and commitment to
friendly service
● Assessed and authenticated customer exchanges, voids and returns
● Offered advice and assistance to customers, paying attention to special needs or wants
● Collected customer feedback and made process changes to exceed customer satisfaction goals
● Cultivated customer loyalty, promoted repeat business and improved sales
● Monitored cash drawers in multiple checkout stations and maintained adequate cash supply